Record Details

Determinants and Outcomes of Citizens' Satisfaction with Public Services in Cluj-Napoca

Transylvanian Review of Administrative Sciences

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Field Value
 
Title Determinants and Outcomes of Citizens' Satisfaction with Public Services in Cluj-Napoca
 
Creator ŞANDOR, Sorin Dan; Associate Professor, Public Administration Department,
Faculty of Political, Adminis-trative and Communications
Sciences, Babeş-Bolyai University, Cluj-Napoca, Romania
RABOCA, Horia Mihai; Phd candidate, Faculty of Economics and Business
Administration, Babeş-Bolyai University, Cluj-Napoca, Romania
 
Subject —
 
Description Customer satisfaction is used more and more in order to assess the quality of a service or product. Two main approaches are presented: Customer Satisfaction Indices and the SERVQUAL model. Inspired from the American Customer Satisfaction Index and SERVQUAL a study in Cluj-Napoca tried to assess citizens’ satisfaction as a result of the perceived quality of different activities or services and of specific quality drivers related to the way in which services were offered. Also citizens’ satisfaction was supposed to have, as outcomes, trust in mayor and in City Hall. The actual results showed weak relationships and most of the factors included were not significant. As possible explanations we can have the difference between citizens and customers and the complex pattern of interactions between citizens and municipalities.
 
Publisher Babes Bolyai University
 
Contributor —
 
Date 2007-10-01
 
Type info:eu-repo/semantics/article
info:eu-repo/semantics/publishedVersion
Peer-reviewed Article
 
Format application/pdf
 
Identifier http://rtsa.ro/tras/index.php/tras/article/view/377
 
Source Transylvanian Review of Administrative Sciences; 2007: Issue No. 21 E/October; 103-112
1842-2845
 
Language eng
 
Relation http://rtsa.ro/tras/index.php/tras/article/view/377/367
 
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